{"ref":"NC-HC-SCH-01","title":"Scheduling, Missed Visits, and Coverage for Staff Absence","category":"Service delivery","summary":"Sets how the Agency schedules visits from the plan of care, matches qualified workers to clients, covers staff absence, handles late and missed visits, clients who are not at home, cancellations and requests for a different worker, and what it does when it cannot staff a client's services.","inShort":["Call the office before the visit if you will be late or cannot come. A text is not enough.","A visit more than 15 minutes late is reported and recorded.","If the client does not answer, call the office and wait. Call 911 if the client may be hurt inside.","Never record a visit or task that did not happen.","Priority clients must not be left without help: tell the supervisor at once."],"primaryCitation":"10A NCAC 13J .1101(1)","citations":["10A NCAC 13J .1101(1), (7), (8)","10A NCAC 13J .1202(a)(2)","10A NCAC 13J .1107(b)","10A NCAC 13J .1110(b)","10A NCAC 13J .1402(a)(2)(C)","G.S. 131E-144.3(9), (13)","NC Medicaid Clinical Coverage Policy 3L, §4.2.1(f), §5.4.11(g), §6.1.4(f), (o), §6.1.5(c)","10A NCAC 22F .0107"],"federalCitations":[],"surveyorAsks":["What resources do you have to cover a worker's absence? Show me how you covered the last call-out.","What happens when an aide does not arrive for a visit? How does the office find out, and what is done for a client who lives alone?"],"forms":[{"ref":"NC-HC-SCH-01-A","title":"Missed or Late Visit Record"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (10A NCAC 13J .1101(1))","5. Building the Schedule","6. Resources to Cover Staff Absence","7. When a Worker Cannot Make a Visit or Will Be Late","8. Finding Out About Late and Missed Visits","9. Priority Clients","10. Client Not at Home or Not Answering","11. Client Cancellations and Changes","12. Requests for a Different Worker","13. Recording Missed Tasks and Visits","14. Reviewing Patterns","15. When the Agency Cannot Staff a Client's Services","16. Responsibilities","17. Records and Compliance Monitoring","18. Staff Training","19. References","20. Related Policies and Forms","21. Approval","22. Revision History"],"version":"1.0","sample":false,"pack":"nc-hca","state":"North Carolina","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}